Dublin, County Dublin, Ireland
Strategic and results-oriented Customer Success Manager with 15+ years of experience in the technology and pharmaceutical sectors. Proven ability to drive customer adoption, retention, and growth through data-driven strategies, executive engagement, and cross-functional collaboration. Recognised for delivering measurable business outcomes while fostering strong team dynamics and contributing to a culture of shared success. ACHIEVEMENTS ● Pioneering CSM practice, building operational metrics, health-scores, CSM automation , change management expert ● Building strong relationships on the executive level ● Successful rollout and implementation of partner programs and new system ● Building onboarding and training programs
● Manage enterprise-level client accounts within PwC's Business Development framework, driving revenue growth opportunities through relationship development with C-suite stakeholders and account teams across service lines and sectors (banking, fintech and pharma). ● Drive pipeline management using Salesforce CRM, implementing account planning, annual revenue forecasting, and enabling consistent business development reporting and pursuit management. ● Built trusted advisory relationships with senior stakeholders, connecting PwC global network resources to client teams and delivering propositions and market insights. ● Established account management best practices, co-developed growth strategies with Relationship Partners, managed client feedback through structured programs, and supported sales and marketing campaigns to drive client experience and procurement positioning.
● Serve as a strategic advisor to enterprise customers, aligning their business goals with Microsoft solutions to drive cloud adoption, digital transformation strategy and long-term value. ● Lead cross-functional collaboration across technical, sales, and support teams to ensure seamless customer onboarding, adoption, and satisfaction. ● As a CSM for Biz Apps, Leading CSM practice for Business Applications, managing Enterprise Commercial and Public sector customers. ● Driving product adoption metrics and identifying expansion opportunities while working closely with cross-functional teams and partners. ● Ownership of C-Level workshops end-to-end including planning, delivery and follow up. ● Building account planning for each fiscal year (July to June) identifying focus accounts with the highest whitespace and close plan to address it. ● Leading key initiatives for change management. ● Proactively manage customer success plans, risk assessments, and health score metrics to strengthen relationships and secure renewals and growth opportunities.
● Manage SMB customers throughout the full customer lifecycle. ● Defining segmentation, building programs to work with low and high touch customers. ● Consultant in digitalization and automation of Customer Success teams. ● Identify churn risks and build engagement plans to prevent customers from leaving the platform or downgrading. ● Customer training design and delivery (train-the trainer and end user). ● Product expert, building CS automation rules, reporting as per customers’ needs. ● Proactive identification of customer’s needs to map it to the solution roadmap
● Part of the leadership team ● Design and implementation of the employee onboarding process ● Contract negotiations, vendor relationship management - reducing office spend > 30% ● Led the implementation and rollout of the Concur system (Europe, Australia, Japan) ● Design employee engagement programs
● Recruitment, onboarding and management of 250 channel partners in EMEA region. ● Leading onsite and offsite partner enablement and events - (up to 120 attendees). ● Management and design of the partner onboarding and Channel Partner “playbook”. ● Responsible the Channel Development department communication.
● Coordination of the company meetings, webinars and events including SugarCRM & IBM European Roadshow. ● Sales forecast tracking and design of the sales presentations for the VP Sales EMEA.